IBM expands services delivery capacity with new center in Dalian

IBM addresses client demand for improved performance of business processes and technology

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DALIAN, CHINA & ARMONK, NY - 19 May 2005: IBM today opened a new global services delivery center in Dalian, north-eastern China, significantly expanding its existing operations to meet the growing market demand for  business process transformation and improved technology management services.

Companies in Asia Pacific, especially in Japan and Korea, are seeking to optimize business performance and generate growth through the improvement and management of business processes and technology. The new center in Dalian will initially house 600 staff with capacity to grow in line with client demand, enabling IBM to scale its business process transformation and technology management capabilities according to market needs. 

The center offers Business Transformation Outsourcing (BTO) services, which involves the transformation and delivery of business processes in key business functions such as customer relationship management (CRM), finance and accounting, human resources and procurement.  Previously, the services operations in Dalian had delivered CRM-related business process services to IBM's global business operations. The new center will enable IBM to extend these services to clients, who are looking to improve customer satisfaction, reduce transaction costs and increase revenue opportunities through improved cross-selling and customer retention.  The BTO CRM service offerings include order management, customer care and call center operations.

The Dalian center is part of IBM's integrated global services delivery network of more than two dozen centers located around the world that delivers the scale and expertise necessary to operate and continuously improve business processes and technology solutions to create sustainable business value for clients anywhere in the world. 

According to Randy Walker, Asia Pacific general manager, Business Transformation Outsourcing, IBM Business Consulting Services, clients are looking to achieve greater business optimization beyond just cutting costs.

"IBM's Business Transformation Outsourcing (BTO) is about taking a business process, innovating, transforming and operating that process to improve customer satisfaction. The benefits are far greater than just reducing costs. It's a vital part of evolving our clients' organization into an agile, resourceful and more responsive business."

The center will continue to deliver a full range of application development and management services to clients in Japan, Korea, Europe and the US, to help them design, develop and manage technology that supports business strategy, reducing resource redundancy and increasing returns from technology investment. Those services include  project management and business analysis, requirements definition, architecture, design, development, testing, maintenance, deployment and support. 

According to Pari Sadasivan, IBM China Global Delivery Center vice president, "The expansion of IBM's global delivery operations in Dalian will meet client demands for efficient,  high-quality delivery services and facilitates the growth of China's  information technology and business process services industries through the infusion of advanced methodologies and best practices, and promotes the development of local talent to deliver these services."

 In line with client demand,  IBM will hire and develop local workforce proficient in English, Mandarin, Cantonese, Japanese and Korean.

The Dalian center is certified at CMMI level 5, the highest certification level for process maturity and quality and improvement in software development.  The new center features high-performance network infrastructure, leading-edge technology and telephony systems.

The center  is one of three global services delivery centers located in China operated by IBM Solution & Services Co. Ltd. (ISSC), a wholly owned IBM company.  The others two centers are located in Shenzhen and Shanghai.

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